The vehicle the customer leased was not equipped with a back up camera and the customer was not charged for a back up camera Since the customer was not charged for a back up camera we tried to offer a compromise and pay for half of the back up camera and the customer pay for the other half Since this was not acceptable to the customer the Sales manager has since offered to pay for the entire back up camera This is a copy of letter sent to the customer from our Sales manager: [redacted] Sorry for all of the confusion, but I looked at the deal and all of the paperwork in the deal and the correspondence between you and our Internet Sales Manager here and there is nothing on any of our paperwork that says there was supposed to be a back up camera included When you came in on the Saturday and Stacey our Sales Person helped you, he thought he was doing the right thing by offering you to take a Patriot that was outside to lunch with you to get the feel of the vehicle He put you in a and had told you that was not the vehicle you were getting and that you would be getting a At no time was he trying to be misleading, he was trying to be helpful Stacey brought your complaint to the Sales Manager and said you were unhappy The Sales Manager after looking at the deal figured he was doing the right thing since you weren't charged for this option figured he would do it for half price of the $instead of $that it normally costs Now that this has escalated and I see that you are upset, I am going to install the back up camera at no cost to you We have a reputation for over years of making sure our customers are happy So in an act of good faith we will take care of this problem and we will need you to give us a day that you can bring your vehicle in to us to get this done Please let me know what day works so that we can get this set upSincerely, [redacted] The customer has since accepted our offer and an appointment has been scheduled
The vehicle the customer leased was not equipped with a back up camera and the customer was not charged for a back up camera Since the customer was not charged for a back up camera we tried to offer a compromise and pay for half of the back up camera and the customer pay for the other half Since this was not acceptable to the customer the Sales manager has since offered to pay for the entire back up camera This is a copy of letter sent to the customer from our Sales manager: [redacted] Sorry for all of the confusion, but I looked at the deal and all of the paperwork in the deal and the correspondence between you and our Internet Sales Manager here and there is nothing on any of our paperwork that says there was supposed to be a back up camera included When you came in on the Saturday and Stacey our Sales Person helped you, he thought he was doing the right thing by offering you to take a Patriot that was outside to lunch with you to get the feel of the vehicle He put you in a and had told you that was not the vehicle you were getting and that you would be getting a At no time was he trying to be misleading, he was trying to be helpful Stacey brought your complaint to the Sales Manager and said you were unhappy The Sales Manager after looking at the deal figured he was doing the right thing since you weren't charged for this option figured he would do it for half price of the $instead of $that it normally costs Now that this has escalated and I see that you are upset, I am going to install the back up camera at no cost to you We have a reputation for over years of making sure our customers are happy So in an act of good faith we will take care of this problem and we will need you to give us a day that you can bring your vehicle in to us to get this done Please let me know what day works so that we can get this set upSincerely, [redacted] The customer has since accepted our offer and an appointment has been scheduled
We reject the response from the consumer and stand by our original stated response We are not going counter offer or issue any refund or credit